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Your next-day delivery service online. Innovation that moves E-commerce.
The Role
Lead small-to-medium NPS/CX improvement projects: analyze feedback, perform root-cause analysis, create project plans, coordinate cross-functional teams, track progress, close feedback loops, and validate implemented improvements.
Summary Generated by Built In
About Bosta:
Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience altogether to provide a one-stop-shop for delivery solutions.
We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.
About The Role:
Job Code:
2026COMM-195
The Senior Customer Experience Specialist purpose is to execute small and medium-scale NPS/CX improvement projects, conduct in-depth data analysis, close customer feedback loops, and support the full NPS program under the guidance of the CX Transformation Manager.
What you’ll be doing:
- Manage NPS survey segments (e.g., delivery, pickup, claims, insurance experience).
- Perform root-cause analysis for recurring customer pain points.
- Break down NPS improvement initiatives into clear project plans with timelines, milestones, and task owners.
- Coordinate between operations, quality, CS, tech, and product teams to ensure project alignment.
- Schedule and facilitate project kick-off meetings, follow-up meetings, and status reviews.
- Monitor project progress, identify risks, and proactively escalate roadblocks.
- Ensure all stakeholders meet deadlines and deliverables.
- Create project charters, problem statements, requirement documents, and project closure reports.
- Communicate clearly with different teams and ensure alignment on project objectives and timelines.
- Follow up with stakeholders to guarantee tasks are completed and escalations are addressed.
- Ensure results after implementation to confirm improvements are delivering the expected impact.
Who are you?
- Customer experience knowledge
- Operations and business analysis experience.
- Strong analytical skills (Excel, dashboards, simple SQL is a plus).
- Basic knowledge of NPS
- Good communication skills.
- Problem solving mindset.
- Ability to work with stakeholders and follow up across teams.
- Attention to detail and structured documentation skills.
Top Skills
Dashboards
Excel
SQL
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The Company
What We Do
Established in 2017, Bosta is a pioneering tech-driven logistics company providing next-day delivery and fast transfer services to e-commerce businesses across Egypt, Saudi Arabia, and the UAE. By leveraging cutting-edge technology and streamlining operations, we are committed to disrupting the logistics industry. Our all-in-one delivery solutions blend innovation with expert knowledge, enabling us to meet the evolving needs of businesses and empower them to grow in a fast-paced market.
